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We are experiencing an issue whereby senders are receiving notifications that recipients have viewed an email, and it is including phantom entries into the envelope history of this action, when the action has not taken place. Is anyone else experiencing this?

As it is documenting actions by a user which are not taking place we dont feel that the legality of the envelope history is valid (we have tested several times and when an envelope is received it is stating that the envelope has been viewed when the link has not been clicked on). 

Support have been no use at all, so hoping some others may have suggestions or at least acknowledge they may be experiencing the same. 

I have experienced the same issue, but not able to find a resolution to the issue.  This has been rather frustrating on our end.

I thought it was just on our end! I’ve also seen this happen with envelopes. We are high users of docusign and I’ve recently noticed historical “view” entries when the recipients never received. I’m actually glad you brought this up because now I know it’s a global issue and we shouldn’t be taking the history as “100% factual”.  

Yes, thank you both for confirming we were not the only ones. Support had mentioned they thought it may be our spam detector software, however this has not changed in the past few days so we do not believe that to be the cause. I will be sure to post here if they find a cause or resolution. 

Are the recipients remote signer or embedded signer?I will try it. Can you reproduce it every time?

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It seems to only be internal, our security team are continuing to look into it to ensure it is not our spam protection. However it is not consistently happening every time. 

 

For us, these are both, internal/ external signers (at least that is who would be signing if I am checking on signature status) on agreements. The only way I really know is if a signer is saying they haven’t received and I check the envelope.  This has happened about 5-6 times in the past 6 months (that’s when I noticed). 

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